Background information about the job or company

First Capital Bank Zambia

Career Opportunity

Customer Service Executive

Are you passionate about providing exceptional Customer service and ensuring accuracy of financial transactions? We are seeking a dedicated and detail-oriented Customer Service Executive to join our reputable banking team.

In this pivotal role you will provide customers with adequate information on the Bank’s operations and products, as well as ensure that Customer’s needs are met.

Your commitment to accuracy and professionalism will play a key role in delivering seamless service and maintaining the trust of our valued customers. If you thrive in a dynamic environment and are passionate about contributing to a positive banking experience, we invite you to apply and become part of our dedicated team committed to excellence.

Responsibilities or duties

• Sell the Bank’s products and attend to general Customer queries.
• Manage various customer instructions, including account opening.
• Maintain and update customer records.
• Ensure the completion of KYC for all Customers.
• Make sure that various customer application forms e.g., ATM, e-commerce etc. and Telegraphic transfers are processed.
• Receive various customer instructions for processing.
• Verify authorized signatures on letters of instruction from Customers.
• Resolve customer inquiries, queries and complaints from start to closure in a timely and customer-focused manner.
• Communicate confidently with internal and external customers through assigned communication channels.
• Follow up on customer calls where necessary.
• Identify and escalate customer queries to rightful Departments for assistance.
• Produce Daily, Weekly and Monthly Reports as maybe required.
• Other tasks as maybe assigned.
• Perform callbacks with signatories on customer instructions/transactions.
• Right attitude towards work and customers.
• Contribute to team success through collaboration.

Qualifications or requirements

Critical Knowledge/Qualification

• Bachelor’s degree with at least two (2) years’ experience or Diploma in Banking and Finance or related fields with at least three (03) years’ experience in the Banking Industry.
• Must have a clear understanding of current Banking Rules and Regulations.
• Experience in Branch operations.

Critical Skills

• Team player.
• Good judgment.
• Able to work neatly and accurately.
• Excellent written and verbal communication skills.
• Good numeracy and calculation skills.

Experience needed

Critical Experience

• Minimum of three (03) to five (05) years of experience in the Banking Sector.
• Hands on experience in working the Operations functions of the Bank.

Any other provided details

Please note that only candidates who have their results certified by the Zambia Qualifications Authority (ZAQA) will be considered.

Please note that only shortlisted candidates will be acknowledged.

Regards,

Human Resources

• Sell the Bank’s products and attend to general Customer queries.
• Manage various customer instructions, including account opening.
• Maintain and update customer records.
• Ensure the completion of KYC for all Customers.
• Make sure that various customer application forms e.g., ATM, e-commerce etc. and Telegraphic transfers are processed.
• Receive various customer instructions for processing.
• Verify authorized signatures on letters of instruction from Customers.
• Resolve customer inquiries, queries and complaints from start to closure in a timely and customer-focused manner.
• Communicate confidently with internal and external customers through assigned communication channels.
• Follow up on customer calls where necessary.
• Identify and escalate customer queries to rightful Departments for assistance.
• Produce Daily, Weekly and Monthly Reports as maybe required.
• Other tasks as maybe assigned.
• Perform callbacks with signatories on customer instructions/transactions.
• Right attitude towards work and customers.
• Contribute to team success through collaboration.

• Team player.
• Good judgment.
• Able to work neatly and accurately.
• Excellent written and verbal communication skills.
• Good numeracy and calculation skills.

• Bachelor’s degree with at least two (2) years’ experience or Diploma in Banking and Finance or related fields with at least three (03) years’ experience in the Banking Industry.
• Must have a clear understanding of current Banking Rules and Regulations.
• Experience in Branch operations.